Customer involvement

Get involved

There's always room for improvement right? And we are always looking for customers to help us.

Why get involved?
Could you be a mystery shopper?
Customer scrutiny panel
Customer assurances group

Getting involved can be a rewarding experience. You get to influence the way we work, and help make difference to the services we offer you and other residents.

For example:

  • Some of our existing customers helped set our empty homes standard, this means that new residents get better decorated and well appointed homes to move into.
  • Because customers told us that it was most important, more customers than ever get their enquiry solved by the first member of staff they speak to.
  • Customers reviewed our anti-social behaviour response service and gave us recommendations for change which have made a big difference to the way we keep people informed.

Interested? Drop us an email involve@honeycombgroup.org.uk

We're also a member of Tpas - the tenant engagement experts, so you can be sure that by working with you, we're doing all we can to improve our services for you and other residents.

 

  • What we need from you...
    We'll ask you to commit to attending two meetings every four months.

  • What we'll ask you to do...
    There are two parts to the mystery shopping programme (front line tests and ready to let property tests).
    Volunteers can opt to do just one or both of these elements.

    Front line tests – you'll be asked to carry out four a year (March, June, September and December). The tests can be based on genuine enquiries or made up in advance. They'll either be carried out in person at reception areas, over the phone, email or online. You'll meet to allocate the shops and then meet again three weeks later to feed back. 


    Ready to let property tests – these run throughout the year. In pairs you'll look around our ready to let properties comparing them to our set of standards. We'll also ask for your own judgements as to whether you feel the property is up to a good enough standard. We might not be able to give you a lot of notice for these tests. 


  • What we'll ask you to do...
    We'll ask you to complete the Mystery Shopper training. An attention to detail is beneficial to this role and you must be able to keep accurate notes and complete paperwork.

  • Support we'll provide...
    Training and support will be available throughout your time on our Mystery Shopper Panel. Travel costs and other out of pocket expenses will be covered. Assistance with childcare or care for an adult can also be provided.
  • What you'd be doing... 
    As a group you will suggest ways to improve our services. You'll interview customers, carry out surveys and research how other organisations do it and then let us know what you've found.

  • What's in it for you?
    Our customer scrutiny panel provides a great opportunity to develop or improve your teamwork, communication and assessment skills.

  • How will we help you?
    Training and support will be available throughout your time on the customer scrutiny panel. Travel costs and other out of pocket expenses will be covered. Assistance with childcare or care for an adult can also be provided.

  • How much time will it take?
    The panel meets on average every two week for around 2 hours, (depending on the service you’re looking at).
  • What you’ll do as part of the group...
    You’ll meet with other customers and work with our board of management to monitor Staffs Housing’s performance. You’ll look at what has been fed back to us by mystery shoppers or in scrutiny reports and come up with exciting new ideas and services to help move Staffs Housing forward and make sure we do what you expect of us

  • What's in it for you?
    Our customer assurance group is a great opportunity to build your teamwork, communication and assessment skills.

  • How will we help you?
    We can provide training and support if you decide to get involved. Also, we will cover travel costs and other out of pocket expenses. Assistance with childcare or care for an adult can also be provided.

  • How much time will it take?
    The panel meets on average every three months for around 3 hours, (depending on the service you’re looking at).